Walther’s Los Altos Carpet 1

We just replaced all the flooring in our condo with hardwood floors from Walther’s Carpet One in Los Altos. My experience with the level of service at Walther’s was excellent. From my first meeting with Ken, I learned so much about the process. I have never replaced flooring before, so I barely knew what questions to ask. Ken is very knowledgeable and was able to help me every step of the way. He came over to measure and spent a lot of time drawing out the floor plan, measuring and discussing the removal of the old floor and the baseboards. I was able to take samples home that were large enough to actually make an informed decision on how they would look in my condo. Walther’s did an excellent job and I am completely satisfied.

Even though initially we ran into some issues, I appreciate Ken’s full engagement to fix and address the issues in a timely manner.

Went to Walters because it is a local business well known in mtn view found what I needed was offered a time for measuring the owner and CEO never showed up, didn’t call or return my calls. Called the store no answer.

Local business, dating back decades, with a wide selection of carpeting at various price points. Very accommodating as far as letting me take home samples to try. Gave me good advice on selecting a less expensive grade of carpet with a better mat. We had two projects, an area rug for our living room which required special binding and new wall-​to-​wall carpeting for one room, a hallway and stairs.
We saved by having both projects delivered on the same day. This caused some delay as the living room rug had to be bound. I did have to call myself to get the schedule for installation. There was a one day subsequent delay which was not a problem for us.
The four-​man crew who brought in and installed the rug and carpets were very quick, efficient, and professional. They did an excellent job of cleaning up after their work — no little bits of carpet lint for me to vacuum.
I would recommend Walther’s for carpeting.

I had a great experience with this company! They replaced my hardwood floors after we had a water damage incident a few years ago.
I just contacted them to replace my carpet upstairs, I’ll expect the same quality service this time as last!
:o)

We had a super experience using these folks to do a large, insurance funded re-​install of carpeting in our house after some catastrophic water damage so it seemed like an easy decision to use them again to effect a simple replacement of a small section of carpeting when a tenant damaged it beyond repair. WHAT A MISTAKE! The carpet was originally ordered on Oct 17^th and was due to be delivered and installed in 4 weeks. I contacted them on Nov 19^th and was told the installation would be scheduled for the following week. Three weeks later I called to find out what was up and was told that the carpet was received damaged and reordered and they ‘forgot’ to tell me. I called again in 2 weeks and was told that the carpet arrived and would be installed the following week. At this point I asked for a reduced price because of the incompetence and delays. The gentleman agreed. Two weeks later I called and asked when the appointment would actually be scheduled. Finally I was able to schedule the appointment for Jan 17 a full 3 months after the original order was submitted and 2 months later than promised — with a process driven by me rather than the sales person. Today my credit card was charged for the full amount rather than the agreed-​upon reduced price. Arg.
When I contacted them to discuss it, the reaction was that they «already said they were sorry» and that all that they cared about was «that the carpet was installed correctly and looked good» and as a resolution they informed me that I «never needed to use them again».
They got that last part right.

I had the occasion to visit the showroom looking for some laminate flooring threshold material — two different types. Eric Wertman was the gentleman who helped me, and although he told me up front that they don’t carry this material in stock he checked in several locations and was able to find exactly the two different pieces I needed. I was very pleased with the responsiveness and willingness to try to meet my needs. Service was courteous and professional.

I would really recommend NOT using Walthers. My husband and I used them and they tried to bill us twice, and had issues getting the carpet. Then they did not have the carpet the day they were suppose to be putting it in. I gave them the benefit of the doubt and told my parents about Carpet One. The guy helping us was very nice and friendly. Well… they forgot to order my parents carpet. Now the holidays are coming, her house is painted, and NO CARPET. Ooops, «it fell through the cracks».

Our flooring project went off the rails because of these guys.
The sales rep seemed knowledgeable and they had a fairly good selection of flooring materials. Prices weren’t very competitive and they weren’t into dealing with you either. Even so, we found what we wanted and ordered it. But when it came time to installing the floor everything went south.
The materials took twice as long as to receive as they had promised us. Delay #1. When the installers showed up they seemed really rushed — dropping boxes and tools all about our place. We wondered what would have happened if we weren’t there? Anyway, they put the flooring down. Then they said that they had to move onto another job but that they’d be back at the end of the day to do the final steps of the installation (some heavy application tool to secure the floor to the concrete). They didn’t return. Delay #2.
Next day we contacted the store to find out when the installers would be back. Our call went straight to voicemail so we left a message. In the meantime, we took a look at the manufacturer’s installation instructions and realized that the final step to our installation had to be down within a couple of hours. We waited a few hours — no call from the store. So, we hopped in the car and went to the store. Instead of explaining to us what had happened they immediately tried to convince us that the manufacturer’s instructions were invalid and that the install was «just fine». They very impolitely reminded us that they are the «experts» so there would no reason to return to our project. Delay #3.
After that we contacted the manufacturer and explained the situation. They very quickly sent another installer out to our place to redo the installation for us. Our only hope is that the manufacturer sent the bill to THIS STORE!
AWFUL management. TERRIBLE workmanship. ZERO customer service.
You can do better at any other store… and without the attitude.

Sad, frustrating experience, from start to finish. Bottom line, this is not a local business I can recommend.
The kitchen floor had a four foot hump down it’s center after the install. There were lumps in the floor in other places. The installer said it would eventually lie flat and was just going to leave. I disagreed and said they weren’t finished until it laid completely flat.
Cyndie, the scheduler, refused to remove the old flooring underneath. She said they’d do it her way. I simply said, «Let’s see how that works.»
They eventually tore out the old floor and installed the new one directly on the subfloor. The new floor was not adhering to the old floor. Cyndie said they should have made me prep it. Yeah, hindsight and all.
They ordered way too much product for my small laundry room. I argued about the amount and was told I was wrong. Of course, I had enough product to do my 2^nd bathroom. My bathroom contractor did an excellent job installing it.
The baseboards Walther’s installed were not patched or touched up well by their installers. By then, I had given up on the company. My painters finished their work for them.

Argh. Our 2^nd install with them. First one was mis-​quoted lower than actual. They did the install at the quoted price after my wife and daughter (carpet was for her room) went there in person.
This last install started out great. Quick response to measure the room, quick quotes, then I visited to pick the actual carpet. All in one day Then silence. No returned phone calls or emails. Until I called again and was told they had called me. They called someone else as it turns out they entered my number wrong (even though we had talked during the quote time). Made me feel a little like the bad guy getting scolded for asking about the install plan. They did come out on the scheduled day and did the install. But all the non communication in between concerns me. They installed 2 days before our house guests arrived which did not leave much wiggle room. I would use them again but would get a better idea who to contact and when they planned the install.

I’ve used them in the past for carpets and had good results. This time, they were ever so slow in getting me a quote, returning my calls, delivery time and installation time. Over one month from estimate to installation. I am disappointed. It’s almost like they don’t care about getting business. I probably won’t use them again.

If I could give this company zero stars I would — absolutely HORRIBLE experience!!! Do not go here!
We had a house flood about 4 months ago and have been in contractor hell trying to repair our downstairs. Part of that included re-​doing our once beautiful hardwood floors. Unfortunately our insurance company forced us to use Walthers Carpet One and may are we regretting that now.
They began by delivering the WRONG wood to our house — not a big deal and it was corrected the next day or so later. Then came in to install wood, did a fine job with that. Then the most important part — SANDING AND FINISHING! This is where they failed miserably.
I’m pregnant so we stayed at a friends house for 3 days to avoid the fumes from the polish. Came home excited to see our new floors, and found tiny bumps all over the place, brush marks, scratches, and thin coats where the bare wood showed through. Also the lovely trim we had installed in the foyer had giant cracks at all of the seems. And nice sized holes near all of the door jams that were not filled. Not impressed.
The owner came out the next day and agreed it was a crap job, and was surprised that his guys would leave with it looking like that. I appreciated his attitude and willingness to make things right. I’m usually a very patient person! He agreed to come out and do them again the next week. This put the rest of our contractor work behind schedule but we weren’t overly pissed off about it. Again, 3 days out of the house, came back to an improved dining room/​foyer, but kitchen still looked like CRAP. Tiny hairs stuck under the finish, bumps everywhere, etc.
Owner came over yet again, this time with an attitude and said our house was just really really dusty. Amazing for a house to be dusty during remodelling — I’ve never heard of such a thing! I’m so sure we’re the first dusty house that flooring guys would have to deal with!!!
Anyways again they agreed to re-​do the kitchen, but said we should wait until rest of the work is done and clean the house really well so dust is minimal.
2 weeks later other work was done and we had house deep cleaned.
Called the owner to let him know we were ready to schedule the THIRD sanding and finish. He said they would only need 1 day to do the job. When I questioned this, he said condescendingly (for the 2^nd time) ‘my guys have been doing this for 30 years, I trust that they know what they’re doing’. After having done 2 crap jobs, I definitely could have said something nasty here but refrained, hoping I could trust that this time they would really do it right.
Stayed out of the house the entire day, returned at 9:30pm to guess what — an even crappier job!!! More bumps in the kitchen, dents where there weren’t dents before, thin polish areas where you could see unfinished wood, brush marks, more hairs stuck under finish, sanding marks, globs of extra varnish — the works! Unbelievable. As you can imagine my patience has completely run out with these guys. I gave them 3 chances to make this right and they clearly have zero pride in workmanship and zero desire to do a quality job here. I personally think the staff who did the job today should get fired — they had major attitude from the moment they arrived at my door.
More delays, parents coming next week and can’t move things in because of this. Talk about a MAJOR headache and inconvenience.